Dynamics 365 Contact Center Training (AB-250)

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Dynamics 365 Contact Center Training (AB-250) - (Instructor-Led)

Dynamics 365 Contact Center Training (AB-250)

The Dynamics 365 Contact Center Training (AB-250) course teaches learners how to configure and operate an intelligent contact center using Microsoft contact center capabilities and integrated AI features. Learners focus on deploying and configuring contact center environments, including embedded and standalone modes, connecting data sources and third-party Contact Center as a Service (CCaaS) solutions, and enabling Copilot and agent capabilities that enhance the customer and agent experience. The course emphasizes understanding how channels, users, and security settings work together to support scalable and efficient customer engagement.


Both the certification exam and the courseware are based on the Contact Center Engineer role, someone who designs, implements, and supports AI-powered contact center solutions by using Microsoft Dynamics 365 Contact Center and service-oriented autonomous agents.After completing this Dynamics 365 Contact Center Training (AB-250) course, students will be able to:


  • Describe the AI-powered contact center landscape
  • Configure channels in Dynamics 365 Contact Center and deploy intelligent voice agents
  • Build productivity tools and customize the representative experience
  • Explore analytics and customize dashboards to drive contact center efficiencies
Advance Your Skills with Flexmind (Microsoft Partner)

Who should attend the Dynamics 365 Contact Center Training (AB-250) training Course?

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For Professionals

The course is ideal for Contact Center Engineer role or someone who designs, implements, and supports AI-powered contact center solutions by using Microsoft Dynamics 365 Contact Center and service-oriented autonomous agents.

Businesses Icon

For Businesses

For Dynamics 365 Contact Center Training (AB-250), companies should nominate people who need to work on Dynamics 365 Contact Center and service-oriented autonomous agents

Prerequisites for attending this training course "Dynamics 365 Contact Center Training (AB-250)"

Before attending this course, Microsoft recommends having practical understanding and foundational knowledge in the following areas:


  • Contact Center Solutions
  • Channel Orchestration
  • Contact Center Personas
  • Artificial Intelligence Fundamentals
  • Ecosystem Familiarity

Training Features

This training is delivered in virtual and onsite mode and is designed to align with the most current certification exam requirements. The key features of this training are as follows:

Duration: 3-Day · 24 Hours
Taught by Microsoft Certified Trainer
Microsoft Official Curriculum Delivered
Cloud lab Access for Hands-on labs
Flexible duration format

Course Duration

The course has a total duration of 24 hours and is completed over 3 full-days.

Instructor-Led Training

Delivered by a senior Microsoft Certified Trainer with real-world, enterprise experience in Dynamics 365 training and implementations.

Microsoft Official Curriculum

Delivered by Flexmind using official Microsoft Curriculum, this program blends study material, hands-on labs, and applied workshops with instructor-led guidance throughout.

Applied Workshop

The final‑day applied workshop allows learners to practice their skills by selecting a scenario and building a complete solution, including any required automation.

Course Completion Certificate


Course completion includes certification, formally validating the skills gained and reinforcing professional credibility.

Course Outline

Module 1: Introduction to implementing Dynamics 365 Contact Center

This module covers the foundations of AI-assisted software development across GitHub Copilot and Claude Code, with emphasis on directing AI effectively and producing consistent, responsible outputs.
  • What is Prompt Engineering
  • Paradigm Shift from Code Writing to AI Direction
  • Crafting Inputs for Consistent Outputs
  • Handling Hallucinations and Bias
  • What is GitHub Copilot
  • Claude Code Foundations

Module 2: Configure Dynamics 365 Contact Center core capabilities

Module 3: Configure queues in Dynamics 365 Contact Center

Module 4: Configure routing in Dynamics 365 Contact Center

Module 5: Configure chat & digital channels

Module 6: Configure the voice channel

Module 7: Configure advanced channel settings

Module 8: Design and deploy intelligent voice agents

Module 9: Optimize staffing with workforce management

Module 10: Tailor the agent workspace with experience profiles

Module 11: Accelerate service delivery with productivity tools

Module 12: Configure knowledge management solutions

Module 13: Configure AI agents and Copilot

Module 14: Manage contact center operations with supervisor tools

Module 15: Reach customers first with proactive engagement

Module 16: Unlock insights with analytics and reporting

Class Schedule

Instructor‑Led Training

  • 24 Hours of Instructor‑Led Training
  • One‑to‑one doubt‑resolution sessions
  • Microsoft Official Lab Access

Learning Objectives

After completing the AB-250 course, learners will be able to:

  • Deploy environments: Set up and configure Dynamics 365 Contact Center in both embedded and standalone modes.
  • Manage channels: Deploy and configure voice, chat, messaging, and digital engagement channels.
  • Integrate systems: Connect customer data sources and third-party Contact Center as a Service (CCaaS) solutions.
  • Configure routing: Design unified routing strategies, queues, workstreams, and assignment rules.
  • Administer security: Set up users, roles, security settings, and tailored agent access.
  • Enable AI and Copilot: Implement service-oriented autonomous agents and enable Copilot-assisted productivity tools for representatives and supervisors.
  • Monitor performance: Use analytics dashboards, conversation diagnostics, and insights to track contact center efficiency and service performance.

About AB-250 Certification Exam

To help you understand the assessment better, here are a few important details about the exam.


Certification Name Microsoft Certified: Dynamics 365 Contact Center AI Engineer Associate
Who should Apply Administrator, Business Analyst, Functional Consultant, Platform Engineer
Duration of Exam 100 Minutes
Fees Rs. 4,865 (India), $165 USD (United States)
Level of Difficulty Intermediate
Type of Credential Microsoft Certification
Languages English, Japanese, Chinese (Simplified), German, French, Spanish, Portuguese (Brazil), Arabic (Saudi Arabia)
Exam Retake Exam retake allowed after 24 hours
Quality Check during Assessment The online exam is proctored

The table below represents the weightage of each study area in the exam. Areas with higher percentages are expected to have more questions.

Study Area Percentage
Deploy Dynamics 365 Contact Center 15-20%
Implement channels 30-35%
Configure agents and AI capabilities 10-15%
Configure work distribution 10-15%
Configure the Dynamics 365 Contact Center representative experience 15-20%
Manage analytics for the Dynamics 365 Contact Center 10-15%
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